Ale Cerdas

Own global workforce strategy and headcount planning for customer facing operations: Customer Experience, Compliance, Billing, Deliverability.
Partner with Finance and executive leadership on workforce investments and operating plans.
Led transformation initiatives delivering $5M+ in operational efficiencies.
Implemented enterprise WFM and omnichannel solutions to improve productivity and custom

I perform data analysis, data transformation, and data visualization of innovation projects and initiatives on the Advanced Materials division and act as the Subject Matter Expert for visualizations to others seeking to utilize reporting and dashboarding technologies to improve data and information use.

Design and create compelling visualizations that effectively communicate complex data insight

In charge of WhatsApp short and mid-term capacity planning. I work in collaboration with vendor partners around the world to plan and review capacity delivery by KPI analysis.

In charge of the Capacity and Allocation team. I oversee the case distribution for the Global Transfers department. Responsible of CRI HC Planning, capacity utilization, NPT Planning and scheduling.

Created the Transfers Capacity Planning Model through multiple interdisciplinary projects to design and optimize WFM mechanisms and implement the required platforms for it.

Work in partnership with Capacity Planning and operation managers to achieve service levels and productivity goals (KPIs). Prepare and deliver weekly reports to on-site operations and network high ops (Weekly and Monthly Business Review). Project developer in collaboration with key business partners and stakeholders (HR, Finance, Program Managers) to identify opportunities for improvement of workf

In charge of Kindle and Digital & Devices Product Safety departments, handling around 200 associates.

In charge of classification of hazardous goods according to the company's policies and dangerous goods international transportation and storage regulations.

Perform real time monitoring and analysis of contact volume and service levels, reinforce real time communication to Operations teams on actions required to optimize performance; design, optimize and produce Workflow reports on a daily basis.

On the project Shark Fishery Evaluation on the Costa Rican Pacific Coast, in colaboration with Universidad de Costa Rica, Universidad Veritas, Conservation International and Pretoma; as a part of a major project to modify the current Costa Rican fishing legistation.

Issued Aug 2020

Issued Nov 2020 · Expired Nov 2023